Shipping Reliability & Fulfillment

Shipping reliability and fulfillment for commercial orders

Quick answer: Stars and Stripes Lighting ships commercial orders using a documented fulfillment process: we confirm configuration and ship-to constraints, communicate lead-time ranges, issue tracking when carriers provide it, support parcel and freight delivery requirements (appointments/liftgate where applicable), and follow a defined SOP for backorders, partial shipments, and damage/shortage reporting—so receiving and installation can be planned with fewer surprises.

Thorough overview: If you’re coordinating a commercial order end-to-end (quote → documentation → shipping → closeout), start with the Commercial Project Support hub for the full workflow and the right next page based on your issue.

Planning note: If you’re still finalizing fixture type, mounting height, optics/distribution, or compliance-driven requirements, start with our buying guides before you lock shipping timelines:

What ships when (stock vs configured vs project orders)

Commercial fulfillment depends on how the product is supplied. At intake, we route orders into the correct fulfillment path so lead time and receiving expectations are clear.

Three-column fulfillment paths showing stock items confirmed then ship window, configured items configuration locked then ship window, and project orders staged release with ship window and partial shipments.
Fulfillment path depends on order type—stock, configured, or project—so lead time and shipment structure stay predictable.
  • Stock items: Standard configurations that commonly ship fastest once order details are confirmed (availability varies by product and timing).
  • Configured items: Products requiring selection/confirmation (wattage/CCT/optics/voltage or accessories). Shipping timing depends on configuration confirmation and availability.
  • Project orders: Multi-SKU orders, phased deliveries, jobsite constraints, or documentation requirements. These are managed for staged release and clearer shipment visibility.

Scope note: The fastest path is clear configuration + clear ship-to requirements (receiving hours, appointment needs, liftgate, and access constraints).

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Typical lead-time ranges (ranges, not promises)

Lead times are communicated as ranges because they are influenced by configuration, manufacturer schedules, carrier capacity, and destination constraints. We use ranges to reduce false certainty and improve planning accuracy.

  • Stock items: Commonly ship in 1–5 business days after order confirmation (where available).
  • Configured items: Commonly ship in 5–15 business days after configuration confirmation (varies by product family).
  • Project orders: Commonly ship in 10–25+ business days depending on scope, staging, and documentation needs.

Important: These are planning ranges, not delivery guarantees. If your project has a required-on-site date, include it at intake so shipping method and staging can be aligned early.

Quote Intake & Project Routing outlines the inputs that reduce lead-time revisions and downstream changes.

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Tracking timeline (when it’s issued and where it’s sent)

Tracking is issued when the carrier generates it and the shipment is released. For freight, “tracking” may be a PRO number or carrier status updates rather than a parcel-style scan history.

Tracking timeline comparing parcel and freight from order released to label created, pickup, tracking issued, in transit, and delivery or appointment, noting freight may be PRO or status based.
Tracking is issued after carrier pickup and release—freight updates may be PRO or status-based and tied to appointment delivery.
  • When it’s issued: Typically after label creation and carrier pickup confirmation (timing varies by carrier).
  • Where it’s sent: To the email address used on the order/quote intake unless otherwise specified.
  • Freight visibility: Freight updates may be status-based and tied to appointment scheduling or terminal movement.

Operational tip: If your receiving team is different from your ordering contact, provide a receiving email at intake so tracking and delivery updates reach the right person.

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Freight vs parcel delivery expectations

Shipping method depends on product size, carton counts, and destination requirements. Understanding the difference between parcel and freight avoids missed deliveries and receiving disputes.

Parcel (small package)

  • Common for smaller cartons and standard deliveries.
  • Delivered like typical small-package shipments where carrier access allows.

Freight (LTL or palletized)

  • Appointment delivery: May be required by the destination or carrier; provide receiving hours and constraints at intake.
  • Liftgate needs: Request liftgate service if no dock or forklift is available.
  • Access limitations: Notify us of jobsite restrictions, gated access, limited turning radius, or special drop locations.
  • Delivery paperwork: Inspect before signing and note visible damage or shortages on delivery documents.

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Partial shipments and split shipments

Split shipments can occur when an order contains multiple SKUs with different availability, ships from multiple locations, or is staged for a project schedule. When an order is split, the goal is to make “what shipped vs what remains” unambiguous.

  • Multi-brand or multi-origin orders: May ship in separate cartons from different locations.
  • Project staging: May ship in phases to match installation sequencing.
  • Status clarity: When available, we communicate what has shipped and what is pending.

Planning note: If your site requires consolidated delivery, state that requirement at intake so we can assess feasibility before release.

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Backorders, notifications, and substitution options

Backorders occur when supply availability changes or configuration confirmation reveals constraints. Our objective is early visibility and clear options.

  • Notification window: When a backorder is identified, we aim to notify the project contact within 2 business days of confirmation (when the constraint is known).
  • Options: Wait for availability, ship available items now and backordered items later, or review substitution options when acceptable.
  • Substitutions: Substitutions are only discussed when the project allows it and requirements are clearly defined (performance, ratings, controls, and documentation constraints).

Scope note: Lead-time changes can occur without warning in the supply chain. The best prevention is configuration clarity and early required-on-site date alignment.

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Damage/shortage SOP (report window, photos, steps)

Commercial receiving is an operational checkpoint. Documentation at delivery is the single biggest factor in fast resolution for damage and shortage issues.

Damage and shortage SOP showing three steps: inspect and note on delivery receipt, photograph packaging labels and product, and report with PO or order reference counts and signed receipt, with a retain packaging callout.
Documenting issues at delivery with photos and receipt notes is the fastest path to resolution—retain packaging until inspection is complete.

Report window

  • Visible damage or carton count discrepancies: Note it on the delivery receipt at delivery before signing.
  • Concealed damage: Report promptly after unpacking with photos and shipment references (carrier timelines may apply).

What to include when reporting an issue

  • Order reference: PO/order number and ship-to address
  • Delivery documentation: Signed receipt and any damage notations
  • Photos: Outer packaging, inner packaging, labels, and product condition
  • Counts: Cartons received vs expected (and what is missing if applicable)

Resolution path (typical)

  • We review documentation and route to the appropriate path (carrier claim, replacement, or correction).
  • Clear photos and receipt notations materially reduce resolution time.

Operational tip: Retain packaging until inspection is complete. Packaging photos are commonly required for carrier review.

Routing note: If the issue is a defect rather than freight damage, use the Warranty Claims process so it can be triaged correctly.

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Escalation contact and response targets

If you need shipment status clarification, backorder options, or help routing a damage/shortage report, email our support channel with the order reference in the subject line.

  • Support: support@starsandstripeslighting.com
  • Subject format: “Order/PO #### — Shipping” or “Order/PO #### — Damage/Shortage”
  • Response target: We aim to respond within 1 business day for status and routing requests.

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Frequently asked questions

Do you offer free shipping?

Shipping method and cost depend on project scope, product type, destination, and freight requirements. If your project has receiving constraints or a required-on-site date, include those details at intake for accurate alignment.

When will I receive tracking?

Tracking is issued when the carrier generates it and the shipment is released. Freight shipments may use a PRO number or carrier status updates rather than parcel-style scan history.

Can orders ship in multiple boxes or shipments?

Yes. Split shipments can occur due to multi-SKU availability, multi-origin sourcing, or staged project delivery. When available, we communicate what has shipped and what remains pending.

What if an item is backordered?

When a backorder is identified, we aim to notify the project contact within 2 business days of confirmation and provide options such as waiting, splitting shipments, or reviewing substitutions when acceptable.

What should we do if freight arrives damaged?

Inspect before signing, note visible damage on the delivery receipt, take photos of packaging and product condition, and report the issue promptly with the order reference and delivery documentation.

Is this a warranty claim or shipping damage?

If the issue is visible freight damage or a shortage, follow the damage/shortage SOP so documentation is captured correctly. If the issue appears to be a functional defect, use the Warranty Claims process so it can be triaged properly.

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If your shipment involves project documentation, freight constraints, or post-delivery corrections, these pages route the request to the right path fast. For the full workflow overview, start with the Commercial Project Support hub.

Specification and planning guides: If your scope is still being finalized, these guides help lock configuration before quote/submittal/photometric requests.

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